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Topic: Views please

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Bramston

06/4/2026 at 9:01pm
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Once a property is let the owner and their reps, cleaners etc cannot enter the property except with advanced notification.
If the lease says the cleaner will come in every Wednesday at 10 am and has their own key so be it, but it is a breach of the lease for the owner to have people popping in and out of the property with keys when you are out.
Get a cheap motion sensitive camera and record who is doing what when you're not there.

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Enjoy the liveliness of the syntax.

TraceyD

via mobile 06/4/2026 at 9:20pm
Location: East Ull
Outfit: Kampa Kielder Air 5

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Quote: Originally posted by RainMagnet on 06/4/2026
If you have to stay there I would block the door off with any moveable furniture.
Also call me paranoid but I would check the place for hidden camera's.

Oh believe me you cant possibly be any more paranoid than I am!

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May/June - Spring Valley
Aug/Sept - Leekworth

TraceyD

via mobile 06/4/2026 at 9:44pm
Location: East Ull
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Just a quick update. The cleaner eventually came today, half an hour late, and locked the room. I insisted she check inside that all was present and correct - there were personal affects including money in the room.

I have now spoken to 5 different people, 4 at cottages.com and the owner and each time the story changes slightly. For example originally we were told only the owner and cleaner had a key, then someone mentioned the maintenance man has a key and this morning the lady I spoke to said a friend of the owner has a key too, yet they all assure me, from 150 miles away in the case of the owner and an office in Suffolk for the cottage company, that nobody has been in the house!
They all say they understand and are very apologetic but none of them can do anything. I asked them to move us to another property but was told the owner won't give up the booking rights and refund so they cant move us. Win win for the owner then! I have told her I will be leaving a negative review and she just said that's fine. Ive already written in the guest book warning future guests, making them aware of what has happened to us this week.
I was given all the information to put in a complaint by a very helpful lady this morning who told me they have to respond within 28 days and if we aren't satisfied with the outcome we should then escalate the matter to ABTA. I recorded all of the phone conversations and have copies of messages I have sent to the owner - she hasn't responded to any of them. I also have kept photo evidence of the room (this room isnt mentioned on the property description or our booking and is not marked private) Its clearly kept locked for a reason and strange it woukd go from locked to unlocked while we were out.

You would think the owner would be more concerned but she really wasn't that arsed!

ChatGPT has provided me with a very good, assertive complaint that references breach of contract and our consumer rights while remaining professional and credible.

I shall be requesting a refund and compensation.

Post last edited on 06/04/2026 21:49:32

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bofs

via mobile 07/4/2026 at 8:08am
Location: Cumbria
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What a shame this incident has spoiled your holiday through the stress and trouble it has caused. I just hope you can relax a little and enjoy the rest of your holiday.

TraceyD

via mobile 07/4/2026 at 2:07pm
Location: East Ull
Outfit: Kampa Kielder Air 5

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Quote: Originally posted by bofs on 07/4/2026
What a shame this incident has spoiled your holiday through the stress and trouble it has caused. I just hope you can relax a little and enjoy the rest of your holiday.

Thank you, we finally managed to get out today and had a lovely time although I did insist my husband check all the rooms on our return.

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May/June - Spring Valley
Aug/Sept - Leekworth

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